Amber Coast Casino - Fraud (Long)

[terrellk11]

On August 8, 2006, I opened an account at Amber Coast Casino after seeing that they had a non-cashable first deposit bonus of 100% up to $200 which is supposed to be credited to your account instantly after depositing. The deposit bonus is prominently advertised on their website and is identical in terms to the summary given on Casino Bonus Pages.

After opening an account, I made a $200 deposit using Neteller. It did not take long to realize that the bonus had not been credited to my account. I tried logging out and then back in to see if that worked, but still no bonus so I clicked the Live Support button to ask what was happening. While the window opened, no one answered despite me leaving it open for more than 10 minutes. After that failed I called their Toll Free Support number and the call wouldn't go through despite several attempts.

At this point, I was getting both frustrated and concerned that I'd just flushed my $200 down the tubes. I sent them an email explaining the problem:

My name is ______________and I just opened an account at Amber Coast after seeing your website advertised online. I read on your website that you had a 100% bonus up to $200 that is supposed to be added to the account immediately after depositing, but when I deposted no such bonus was added to my account.

The following day, in response to my complaint, I received the following email:

Dear _________,

Thank you for contacting Amber Coast Casino.

Good morning, this is Joshua from the support team. Please note your bonus request was reviewed by the relevant department and I would like to inform you that you would simply need to provide screenshot of the promotion in question to claim your bonus.

To send a screen shot you must:

1) Display on your computer screen the image you wish to capture.

2) When the image is clearly visible, press Print Screen (Prt Scn) which can be found near the top right side of your keyboard.

3) Open a new Microsoft Word document and press the Paste icon or the CTRL + V buttons simultaneously. The image you want to send now appears in the Word document.

4) Save that Word document.

5) Attach that Word document to the email you send us with an explanation of what you are sending.

Please enjoy the rest of your day and I am looking forward to your response.

Should you have any questions or concerns, please do not hesitate to contact Amber Coast Casino Support Team. We are available 24 Hours a day, 7 days a week.

With Best Regards,

Joshua
Amber Coast Casino

For the life of me, I can't figure out why they would possibly need me to send them a screenshot of the bonus I was claiming when it is prominently advertised on their website in several different locations. Nevertheless, I took the screenshot and sent it in as an attachment to another email on August 9, the same date they requested that I do so.

While the email with the screenshot was received (they send an automated message informing you of such details), the casino failed to respond in any way for five days. During that time, I tried contacting them several times using both their Live Support Chat feature and their telephone number, neither of which functioned. After not hearing from them for five days, I sent the following email to them on August 14:

I opened an account at Amber Coast Casino last week and made a deposit in the amount of $200. Pursuant to the terms set forth on your website, I was supposed to receive an instant 100% bonus for making that deposit. However, no such bonus was credited to my account.

When I realized that the bonus had not been credited, I tried to contact your support staff using your Live Chat feature. However, no one answered when I tried using the feature and I have tried using that feature approximately 6 or 7 times since then with a similar lack of response.

After realizing that using Live Chat was not going to work, I sent an email on August 8 asking why the bonus had not been credited to my account. The response I received the next day, with the number [#1375753] as a log, stating that to claim my bonus that I would have to submit a screenshot showing the terms of the bonus. I find it absurd that such a demand was made given that the bonus is prominently advertised on your website so it should not take a screen shot to demonstrate the terms of the bonus. Nevertheless, I sent an email with the requested screenshot attached on August 9.

Since that time, I have received no response to my message and no bonus has been credited to my account. I have tried contacting your site via Live Help and via the phone number listed on your site, but neither is functional.

If the bonus advertised on your website is not credited to my account in the next 24 hours, I will be reporting this incident to casinomeister and will seek to have your site listed as a rogue casino for failure to honor bonuses advertised on the site and for failing to respond to customer complaints.

While they had ignored previousl complaints for up to five day, oddly enough they responded to this one almost immediately:

Dear ___________,

Good day and thank you for contacting Amber Coast Casino. I am Karema with the support team.

_____________, we are in receipt of your email and do apologize for any inconvenience you have been experiencing while trying to contact our online support team, please note that this was not our intension as our online chat is question and answered based on the time that they are initiated and we do advise that its always best to allow some time for a reply as we have many online promotions running.

Please be advised that this matter is currently under review by our management team. As soon as a response has been given you shall be contacted with more information.

In the meantime we kindly ask for your patience and cooperation in regards to this matter.

Thank you and have a wonderful day!

Should you have any questions or concerns, please do not hesitate to contact the Carnival Casino Support Team. We are available online, by phone or email, 24 Hours a day, 7 days a week.

As a VIP Member you may contact the VIP manager directly at vipmanager@carnivalcasino.com.Make sure to check out the special ongoing VIP offers in the Carnival Casino Newsletter: Carnival Casino News :: June 06

With Best Regards,

Karema
Carnival Casino

Note that the message references being from Carnival Casino on several occasions despite the fact that the account at issue was opened at Amber Coast Casino.

To the extent I thought this might mean that the matter would soon be resolved, I was sadly mistaken. As of this afternoon, no bonus had been credited to the account and no correspondence was received from the company. You can therefore imagine my surprise and frustration when I received an email from them inviting me to take advantage of other offers at the casino. I responded with a reference to my earlier complaint and again attempted to contact their Live Support help. This time, I was finally connected with someone and I asked why my account had not been credited with the deposit bonus advertised on their website. I was informed that the CS representative didn't have access to that information and was given a phone number to call, which led to a dead number.

I went to the website again and called their main support number. After being placed on hold several times and spoken to rudely throughout the process, I was informed that the bonus would be credtied to my account in a few minutes. I waited 10 minutes and logged in to find that a bonus had been credited to my account. However, it was not the bonus advertised or that I had requested in the email. Instead of getting a $200 bonus, I was credited with a $25 bonus, which they subsequently doubled to $50 because I am apparently a "VIP".

When I sent an email complaining that this was not the bonus advertised on their website, this was the response:

Dear _____________,

Thank you for contacting Amber Coast Casino.

I'm Alisha from the Support Team.

We are in receipt of your most recent email, however due to the fact
that this was your first deposit you would only be eligible for your
first deposit bonus.

Therefore due to your VIP level the first deposit bonus you were
eligible to receive is 25% up to 200.00 thus your account was credited with
50.00.

We are truly sorry for any inconvenience caused to you and hope to see
your continuous gaming with us.

Do have a wonderful day.

Should you have any questions or concerns, please do not hesitate to
contact Amber Coast Casino Support Team. We are available 24 Hours a day,
7 days a week.

With Best Regards,

Alisha
Amber Coast Casino

I have sent yet another email to them about this, complaining that the bonus they are giving me (nine days late no less) is not the bonus their website advertises and I attached the screenshot showing the offer of 100% up to $200 again. While I don't have the technical skills to figure out how to post the screenshot here for your viewing pleasure, I don't need to since you can all just look at their website and see the bonus advertised there.

I thought it worth pointing this out to others out there as this casino is not honoring the terms advertised on the website. First they refused to credit any bonus, then they credited me with a $25 bonus (1/8 the value they advertised) after nine days of complaints. They then "generously" doubled that to 1/4 the amount that is supposed to be given.

Beware.

[thelawnet]

not much you can do about it. none of these casinos are known for their service.

They don't really have to give you the bonus.

Just withdraw your money and go. Of course if they don't let you do that.....

[Deaddog]

Sounds to me like something should be done. I've stopped promoting these guys now, because of this thread. Plus the pathetic customer support email from Karema, sort of seals the deal. The signature says that they just have thier heads in thier asses, Carnival Casino. I can't help you get your bonus, but the least I can do is take down my Amber Coast links.

[nafanny29]

Originally Posted by Deaddog

Sounds to me like something should be done. I've stopped promoting these guys now, because of this thread. Plus the pathetic customer support email from Karema, sort of seals the deal. The signature says that they just have thier heads in thier asses, Carnival Casino. I can't help you get your bonus, but the least I can do is take down my Amber Coast links.

I was wondering what were your reasons were for promoting them in the first place Deaddog?

[WLVRYN]

I did this deal a couple of months back. I also had to wait 3 or 4 days and send a few emails to get my bonus credited. Eventually it did and I cashed out a bit from there. The cashout process was pretty typical of other playtechs (a few days after requesting it, get an email requesting ID, send in the ID and a few days later get my cashout).

Sucks that you are having trouble with them.

[Deaddog]

Originally Posted by nafanny29

I was wondering what were your reasons were for promoting them in the first place Deaddog?

Good question. The main reason was the 100% matching and the 25% second deposit, plus I wanted some playtech casinos to give more variety to my potential players. I also heard good things about playtech software, however it's very enlightening reading some of the posts here at casinomeister.

[nafanny29]

Originally Posted by Deaddog

Good question. The main reason was the 100% matching and the 25% second deposit, plus I wanted some playtech casinos to give more variety to my potential players. I also heard good things about playtech software, however it's very enlightening reading some of the posts here at casinomeister.

Not having a dig at you personally but I guess that most affiliates chose to recommend their casinos just like you have. No checks on their reputation, no checks to see if they have any non-payment issues etc.

Anyway terrellk11 I hope you dont have any problems getting your deposit back!!

[Deaddog]

Originally Posted by nafanny29

Not having a dig at you personally but I guess that most affiliates chose to recommend their casinos just like you have. No checks on their reputation, no checks to see if they have any non-payment issues etc.

Anyway terrellk11 I hope you dont have any problems getting your deposit back!!

it's a judgement call

[goldeninternetc]

Hi, I am new on this forum. I am shocked and want to know if you actually got your money back. I never heard a complaint before, but yet, I was never looking. Thank you very much for your info on this casino. Are there anymore people who had complaints about this casino?

[terrellk11]

This has gone from bad to worse. I tried to log into my account today so that I could just withdraw my deposit and leave this site behind me. However, my user id and password come up as incorrect (despite numerous attempts to log in, including cutting and pasting hte information from the email they gave me to avoid a typo).

Now I not only haven't gotten the bonus I was supposed to receive, I can't get my money back.